Contact Center Pipeline
SEPTEMBER 21, 2021
We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for some the silver lining was that they were able, or maybe forced, to get to know themselves at a deeper […].
Callminer
SEPTEMBER 21, 2021
Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction.
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360Connext
SEPTEMBER 21, 2021
This article is sponsored by PayPal. ne·glect /n???lekt/. verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages. Neglect can feel like a harsh word. It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first.
The Northridge Group
SEPTEMBER 21, 2021
Businesses today are undergoing a paradigm shift as the customer journey moves to a “ digital first ” pathway. Yet the “digital first” evolution is only part of the story. In the past twenty years, we’ve also seen an explosion in the number of digital channels through which customers can be engaged: from websites to mobile phone apps, from social media and e-commerce platforms to the Internet of Things and virtual assistants like Siri and Alexa.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Quality Contact Solutions
SEPTEMBER 21, 2021
If customer retention is not at the forefront of your business’s strategic plan, it should be. Did you know that retaining existing customers is far more cost-effective than acquiring new ones? In this article, we’ll cover 5 ways to retain customers. New vs. Current Customer Facts Customer acquisition costs are five times that of retention costs.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NobelBiz
SEPTEMBER 21, 2021
Building relationships between businesses and customers is always crucial. That is s why many contact centers have turned to personalizing the customer experience as a way to increase customer loyalty. After all, customers appreciate the fact that companies recognize them as individuals. But then, as a contact center how do you best personalize the customer experience?
ConvergeOne
SEPTEMBER 21, 2021
When you hear the term “machine learning,” do you think to yourself, “How does machine learning really work?” Well, machine learning uses historical data, and what I mean by this is past data. This data could be from databases, Hadoop systems, CSV format, or streaming data from a social media website. Why Do We Need Machine Learning? To use machine learning, we need a physical use case—and there are millions of them.
Call Design
SEPTEMBER 21, 2021
High-quality professional customer support is crucial to building lasting customer relationships. Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation. Ensuring agents are trained to the highest standard and represent the company’s personality, values, and characteristics in all communication remains paramount to a successful customer service model and company success but also by investing in upskilling yo
Fonolo
SEPTEMBER 21, 2021
As a call center leader, you rely on your call center managers to ensure everything runs smoothly. But call center managers don’t have easy jobs — reviewing metrics, engaging employees, onboarding new talent, researching the latest call center technology , and keeping customers happy are only a few parts of a call center manager’s day. All companies have different methods for measuring call center performance, including productivity and efficacy of operations.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Edify
SEPTEMBER 21, 2021
Customer service starts when the customer experience breaks down. If brands can perfect the customer experience (CX) they deliver, then the demand for customer service should go down as a result. And the best leaders realize that every interaction a consumer has with their brand will form an emotional impression. Is it a positive, neutral, or negative one?
Interaction Metrics
SEPTEMBER 21, 2021
Is human connection a pillar of your brand? Are your people central to your company’s core values? If so, your customer service should be staffed by employees who know how to add a human touch. Otherwise, your customer service will undermine your message and leave customers feeling you’re conflicted and out of sync. What it Means to Have a Human Touch.
ShepHyken
SEPTEMBER 21, 2021
Creating the I’ll Be Back Experience. How to Get Your Customers to Come Back Again and Again. Shep Hyken talks about his new book I’ll Be Back: How to Get Customers to Come Back Again and Again. The book comes out on September 21, 2021. Top Takeaways: Questions like, “Are you happy with our service?” and “Would you be willing to recommend us?
Jon Arnold
SEPTEMBER 21, 2021
Fall industry events are well underway now, and a big one from last week was Zoomtopia. Always lots to talk about with their event, as they keep pushing out on many fronts. Maybe too many if you ask me, but that’s the nature of the tech space these days, as there are no barriers with cloud, and Zoom is in a hurry to keep growing. If that’s of interest, then you’ll want to check out our latest BCStrategies podcast, this time led by Blair Pleasant.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
NobelBiz
SEPTEMBER 21, 2021
Most customer relationship managers and contact center owners strive for the objective of addressing each client personally, rather than to a customer base as a whole. Personalized customer experience, while simple to describe, poses a far more difficult issue when it comes to applying it to the customer’s everyday connection with the business. What are the key levers available today for a more customized customer connection?
Certified Languages International
SEPTEMBER 21, 2021
Source: Kamaji Ogino from Pexels. A roundup of organizations making our public lands more inclusive. But if our protected lands aren’t accessible to all, are they truly “public”? Studies have shown the physical and mental health benefits of nature. Hiking in nature provides the physical activity to release endorphins that help to stabilize mood and boost self-esteem.
Strikedeck
SEPTEMBER 21, 2021
Vijeev Verma, Senior Director of Customer Success at Nutanix, talks about what it means for businesses to help customers achieve their desired outcome and how they benefit from doing so — in an interview with Vincent Manlapaz. The post Making an Impact During these Unprecedented Times — In an Interview with Vijeev Verma, Senior Director of Customer Success at Nutanix first appeared on Strikedeck | Customer Success Platform.
Certified Languages International
SEPTEMBER 21, 2021
Source: Kamaji Ogino from Pexels. A roundup of organizations making our public lands more inclusive. But if our protected lands aren’t accessible to all, are they truly “public”? Studies have shown the physical and mental health benefits of nature. Hiking in nature provides the physical activity to release endorphins that help to stabilize mood and boost self-esteem.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
LiveVox
SEPTEMBER 21, 2021
PBX stands for private branch exchange. But what does it do? It sounds like a secret network where dogs might go to have their most prized tree branches valued and trade them or an interaction between libraries to trade books between branches on the sly. But, the private branch exchange is none of these things. […]. The post PBX Call Center Software: What is it and Who Needs it?
CSM Magazine
SEPTEMBER 21, 2021
Keeping customers happy and helping them with problems is something that organizations in every industry have to contend with. Online gaming is no different in this respect, and in fact can present businesses with bigger obstacles to overcome. With that in mind, here are just a few of the customer service challenges that exist in the online gaming market, and what companies are doing to address them.
TCN
SEPTEMBER 21, 2021
ST. GEORGE, Utah – September 21, 2021 – TCN, Inc., a global provider of a. The post TCN Operator Wins a 2021 Contact Center Technology Award Presented by CUSTOMER Magazine appeared first on TCN.
Genroe
SEPTEMBER 21, 2021
CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. I find that the harder I work, the more luck I seem to have. Thomas Jefferson, Founding Father and President of the United States Let’s make some more luck. [Best […]. The post [CX Tribe] 21 September 2021 – Customer Rooms + Who Owns CX?
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
TechSee
SEPTEMBER 21, 2021
The cable industry is at a crossroads. No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day. The Internet, mobile technologies, and streaming channels have given consumers an unlimited source of viewing options over any device of their choice and are leading the industry as whole into a cable digital transformation. .
SmartKarrot
SEPTEMBER 21, 2021
Role: Director, Customer Success Location: Dallas, TX, US Organization: Castlight Health As a Director of Customer Success, you will grow and manage a portfolio of business with responsibility for the growth and retention of the existing customer base. Manage and resolve escalations, including working directly with VP level and above customer contacts to build relationships and resolve issues as they arise.
Nicereply
SEPTEMBER 21, 2021
78% of consumers say they’ll do business with a company after making a mistake if the customer service is excellent. I have officially been a licensed driver for almost half my life. By this point, I don’t actively think about much while on the road— it’s all second nature at this point. However, driving on autopilot can sometimes cause you to miss some obvious signs.
delighted
SEPTEMBER 21, 2021
This post is a contribution by Brandon Sanders , Former Acquisition Marketing Manager for HubSpot, and current Growth Marketer for Stash. “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton, Founder of Walmart and Sam’s Club. Think about Walton’s quote for a minute.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
CSM Magazine
SEPTEMBER 21, 2021
What your consumers anticipate from you will vary as your startup expands, as will the number of their requests. You’ll transition from a reactive phase of responding to requests as they come into a proactive mode of resolving issues before they become a problem. Consider a scenario in which your customer care personnel are experienced yet exhausted.
CustomerSuccessBox
SEPTEMBER 21, 2021
Net Promoter Score (NPS). What Is a Net Promoter System? NPS stands for Net Promoter Score. An easy way to define NPS can be defined as a growth indicator. NPS surveys are short and easy and can be very helpful to know what your customers think of your business. By using NPS, you’ll be able to identify benchmarks set by your competitors using the standard relationship NPS study, and work towards making your business stronger and setting your own benchmarks.
CSM Magazine
SEPTEMBER 21, 2021
In our last two blogs, we introduced the concept of adding simplicity to the contact centre and outlined the major barriers to success. Along the way, we shared several simplification strategies including how to step-up staff engagement programmes and refresh leadership skills. In this final blog in the series, we discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions.
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